The contact center agent in 2028 [ENG]
Requirements on our contact center staff continues to increase. New AI-driven technology can rapidly both make life easier and more complex for agents. Some even say that AI-technology will replace agents completely. What is really behind this buzz? Magnus Geverts from Calabrio explains what consumers want today, predicts how the role of contact center agents will evolve in the next five years and how this impacts WFM.
Deze sessie wordt aangeboden door: Calabrio
Magnus is the Vice President of Product Marketing at Calabrio. He has over two decades of experience in the workforce engagement management and customer service space, working in a mix of roles and departments across the world: from consultancy to Development to Sales and Business Development. He is passionate about helping customers succeed and have visited contact centers in over 50 countries. Today, Magnus oversees Calabrio’s product marketing efforts to educate and excite new and existing customers about all the capabilities of the Calabrio ONE Workforce Performance suite to empower agents, users and contact centers as brand guardians.